Contact center routing based on agent cost
US12309322B1 · kind B1 · utility
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20Claims
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Assignee
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Key dates
| Filing date | Apr 24, 2023 |
| Grant date | May 20, 2025 |
| Priority date | — |
| Expiry date | Apr 24, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5233
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A contact center request is received. Respective indications of agent costs are obtained for available agents. The contact center request is routed to an agent device of an agent of the available agents based on the respective indications of the agent costs. The respective indications of the agent costs can be obtained by calling a configured callback function that receives at least an indication of an agent of the available agents and outputs the respective indication of the agent cost for the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.